IT Service Desk Analyst I

PFG | Performance Good Group

1d • $19 - $24

About The Position

The IT Service Desk Analyst I resolves technical issues and assists end users with hardware and software problems. The role is the first point of contact for IT-related issues and requires a proactive, solutions-oriented approach, exceptional customer service, and timely, effective support.

Requirements

• High school diploma/GED or equivalent experience.
• 6 months to 1 year of prior Information Technology/Systems Service Desk experience.
• Apply job knowledge and skills to deliver timely, accurate results while following safety policies and procedures.
• Learn and apply new skills to improve work performance.
• Communicate clearly, respectfully, and appropriately in verbal and written interactions.
• Listen, ask questions, and confirm understanding.
• Take initiative to understand customer needs and deliver a positive experience.
• Build trust through patient, respectful, professional, and helpful service while balancing business needs.
• Make sound, logical decisions using available information and seek guidance when needed.
• Identify and communicate process improvements while anticipating obstacles and consequences.
• Treat others with respect and fairness.
• Collaborate as a team member to achieve positive results and demonstrate courage to do what is right.
• Pursue growth through development activities and feedback on strengths and opportunities.
• Take accountability for performance and remain motivated to achieve goals.
• Model PFG values and contribute to a positive, goal-focused team environment.
• Demonstrate confidence and self-reliance in completing work with limited supervision.

Nice To Haves

• Associate's degree or 2-year technical degree.
• Bachelor's degree or equivalent experience.
• 1 to 3 years of prior Information Technology/Systems Service Desk experience.

Responsibilities

• Provide Level 1 technical support by phone, chat, email, and ticketing systems.
• Troubleshoot and resolve hardware and software issues involving workstations, laptops, printers, mobile devices, and peripherals.
• Support Microsoft Office 365 and multi-factor authentication.
• Provide technical support for Windows 11 operating systems.
• Collaborate with other IT teams to escalate and resolve technical issues.
• Diagnose and troubleshoot basic network connectivity problems.
• Log, categorize, prioritize, and track incidents and service requests in the ticketing system, including JIRA Service Desk.
• Provide technical guidance and document and maintain Knowledge Base articles.
• Escalate unresolved issues to higher-tier support teams.
• Perform other duties as assigned.
• Comply with all policies and standards.

Benefits

• Competitive pay and benefits.
• Day 1 Health & Wellness Benefits.
• Employee Stock Purchase Plan.
• 401K employer matching.
• Education assistance.
• Paid time off.
• Growth opportunities.
• Safe and inclusive working environment with a culture of rewards, recognition, and respect.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED